Workplace Experience Lead

CBRE; Cambridge; On-site; GBP 42,000 - 68,000; Full time

Job summary

CBRE is seeking a Workplace Experience Lead to shape the workplace journey, welcoming colleagues and visitors with hospitality-led service. You will embed standards, lead the Experience team, and partner with client teams to deliver consistent front-of-house, events and visitor management.

In a nine-month engagement, you will review current services, implement improvements, and develop an Experience Playbook.

Responsibilities

• Lead the Workplace Experience team, providing day-to-day leadership and prioritising service delivery.
• Review and improve hospitality standards across Front of House, visitor management and workplace events.
• Develop and embed a Workplace Experience Playbook with clear principles, standards and templates.
• Coordinate with Arm people, customers and partners to ensure a welcoming, professional experience.
• Pilot new initiatives and refine improvements through operational delivery.

Job description

Company Profile

CBRE is the global leader in real estate services andleverages the industry's most powerful knowledge base to meet the commercialreal estate needs of its clients worldwide. Our vision is to be the preeminent,vertically integrated, globally capable real estate service firm. Globally weemploy over 120,000 employees and operate in 48 countries. CBRE GWS - GlobalWorkplace Solutions is a leading global provider of integrated facilities andcorporate real estate management.

Role Summary

This important role shapes the workplace experience from thefirst interaction, creating consistently welcoming, positive and courteousmoments. It supports and coordinates workplace experience services, includingadministrative support, Front of House, visitor management, executive andcustomer visits, hospitality and workplace events for colleagues, partners andvisitors.

As an embedded extension of client's Workplace team during ananticipated nine-month engagement, the Workplace Experience Lead will lead theteam while reviewing, developing and embedding consistent service standards,operating procedures and hospitality-led principles.

The engagement will combine day-to-day leadership withlonger-term service improvement, leaving the Workplace Experience functionstronger, more consistent and better equipped to deliver a welcoming,professional and hospitality-led experience.

Workplace Experience Leadership

• Provide day-to-day leadership ofthe Workplace Experience team
• Lead team planning, workloadprioritisation and service delivery
• Coach and develop team membersthrough regular feedback and mentoring
• Promote a culture of hospitality,ownership and continuous improvement
• Lead by example and reinforce thebehaviours expected when supporting Arm people, customers, partners andvisitors.
• Act as the primary escalationpoint for Workplace Experience matters.
• Ensure Workplace Experienceservices are delivered consistently and professionally

Workplace Experience Reviewand Improvement

• Review existing WorkplaceExperience services and operating practices.
• Assess the experience of the client's people, customers, partners and visitors across Workplace Experience services
• Review of how hospitality iscurrently reflected across Front of House, visitor management, workplace eventsand customer visits
• Identify opportunities to improveservice quality, efficiency, attention to detail and operational consistency
• Develop and implement practicalimprovements that enhance the overall workplace experience
• Pilot new initiatives and refineimprovements through operational delivery.
• Use feedback and serviceobservations to inform priorities and improvements.

Service Standards AndOperating Model

• Develop a Workplace ExperiencePlaybook covering Front of House, visitor management, workplace hospitality,customer visits and workplace events
• Define clear hospitalityprinciples, service standards, operating procedures and experience journeys
• Establish consistent expectationsfor welcoming, hosting, communication, presentation and service recovery
• Produce practical templates,guidance documents and operational checklists.
• Develop an operating model thatsupports consistent service delivery across the Workplace Experience function
• Clarify team roles,responsibilities, ownership and interfaces with supporting teams
• Ensure new standards arepractical, scalable and embedded into day-to-day operations

Workplace Hospitality,Customer Visits And Events

• Lead and support the delivery ofexecutive visits, customer engagements and workplace events
• Review and enhance hospitalitystandards across Workplace Experience services
• Develop consistent approaches forwelcoming and hosting customers, partners, visitors and senior leaders
• Establish clear standards forvisit planning, arrival, hosting, refreshments, room presentation, wayfindingand departure
• Develop consistent approaches forplanning and delivering workplace events
• Introduce practical initiativesthat improve the experience of Arm people, customers, partners and visitors
• Ensure Workplace Experienceservices reflect the client's culture, values and expected standards
• Support the team duringhigh-profile visits, events and periods of increased operational demand

Stakeholder Engagement

• Build strong relationships withWorkplace leadership, business stakeholders and service partners
• Facilitate workshops, servicereviews and improvement sessions.
• Gather feedback from Arm people,customers, stakeholders and service partners
• Build alignment aroundhospitality principles, service standards, processes and ways of working
• Promote collaboration acrossWorkplace, Facilities Management, Security, Catering, IT and other supportingfunctions
• Work with service partners toensure a seamless and coordinated experience across all touchpoints
• Communicate progress, priorities,risks and required actions clearly and proactively

Continuous Improvement AndEmbedding

• Monitor delivery service andidentify opportunities for continuous improvement.
• Refine documentation, hospitalityprinciples and service standards based on operational feedback
• Embed new processes, behavioursand standards into day-to-day operations.
• Support knowledge transfer andcapability development across the Workplace Experience team
• Track the implementation ofagreed improvements throughout the engagement
• Prepare recommendations for thecontinued development of Workplace Experience beyond the engagement